When a reviewer writes a negative review, and rates a product 3 stars or fewer, they are given two choices: to post it publicly or resolve it privately with the brand.
If they choose to resolve their issues privately with the brand, you will receive an email alert from ProductReview.com.au. You can then go to the Tickets section where you can read the unpublished review and get in contact with the reviewer to resolve their issues.
Here are some tips that we recommend you follow for review mediation:
- If, during the process, no resolution is reached and the reviewer opts to publish their review, we highly recommend that you reply publicly. This shows to your audience that your brand listens to and cares about its customers.
- It should be noted that a brand should not aim for a completely perfect 5-star average rating, as brands of all sizes and capacities will receive critical reviews. Furthermore, consumers are incredibly adverse to perfect average ratings as it does not demonstrate a constructive, balanced review. Some consumers may indeed find a perfect 5-star average to be suspicious. In contrast, when a consumer sees a mix of positive and negative reviews for a high-rated product or service, they often trust the rating more.
- Instead of using the Review Mediation Service as a tool to 'block' negative reviews, the tool should be used as an escalation tool, to try to resolve the reviewer's criticism and improve their experience and opinion of the brand and/or product.
This article outlines what to do if a reviewer decides to publish their original review.